Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

It is with great sadness that I have to send this email with such disappointment from Samsung

I have been having a problem getting my TV delivered to me due to you guys not taking me serious

and I am a paying customer. I have been complaining from the 1st of December.

I was told that the problem was the address been written incomplete by an mtn agent by the name of xolani at jabulani mtn store. I went back to the store on the 13th December and talked to the agent who again send Samsung an email rectifying this error but nothing was done. I again went to the same store and this time talked to the store manager by the name of Lesego Setlhare who told me the is nothing he can do about your bad service they as mtn have done their part. He gave me this email address and numbers to deal with you direct

My mom had a mtn contract with auto page for r200 a month.

Auto page closed down and her contract was transferred to mtn without her
Signing anything, she was just informed that the contract was transferred
Via sms. There was alot of pointless sms's sent by mtn, nothing with new
Banking details and nothing stating that they were going to add an
Additional r74 a month on her payment. There was no disclosure with regards
To this at all. We went in tue aug 2 2016 to see about an upgrade and suddenly found
Out she was r574 in arrears.

Mtn was sent emails asking for the correct bank details, when we did not
Receive the information in march as requested by email to their customer
Care line, I also requested the banking details in a private message on
Mtn's facebook page twice, I also contacted mtn and was told twice that
They would sms the details to me, this was finally done in april when my
Husband called, so the money r200 was paid into auto pages account as that
Was all I had for the payment to be made on the 29th march. I do have the
Emails to prove we requested the bank details. Now they want us to pay this
Amount again along with the additional charges they have added on each month
Without our knowledge. We have the original contract signed.

I feel that mtn have failed to disclose important information to my mom and
Thus something should be done to protect her as a pensioner. We have had no
Contact from them letting us know this is in arrears or that this
Additional amount was added. If we had not gone in to do a possible
Upgrade, we would still be none the wiser and the account arrears would
Continue to grow, this way they would then charge interest on this
Outstanding amount. This is not fair.
My moms contact details are as follows:
Tg flynn
[protected]
Email address: [protected]@gmail.com
This account must be sorted out by mtn, as the fault lies with them. But we must now wait for autopage to first refund us the money, this matter has been ongoing for months now and still not resolved. I have all the documents as proof of our attempts to resolve this matter and our requests for banking details from mtn which was never received, hence the payment to auto page.
First we get told that auto page will refund in 7 days and now we told only in 20 days, my mom is a pensioner and does not always have access to her emails,
Further more, I have sent a letter for this contract to be cancelled on the 21st of december when it expires, I have been informed by mtn that this contract cannot be cancelled. According to consumer protection, we are fully within our rights to cancel this contract when it expires, but mtn are trying to bully a pensioner.
The amount on this contract just keeps going up and when my mom asked for a statement from the beginning of march, none has been given.
We saw thato at their offices and we received an email on thu, oct 6, 2016 at 3:23 pm from her stating “please note that I have also escalated to our system support to apply the caller line identity discount. The credit for it will reflect into your mtn account within 5days. ” this does not appear to have been done as this account just keeps going up.
We were also told on that email, “please be advised that I got hold of autopage and they are requesting that you send a letter stating that you want the money refunded into your account. You must include your banking details on the letter and email it to me. They will then process the refund within 7 days. ” which my mom did on the 7th november only as she has not always got data and not always got access to her emails as her phone gives problems.
Today I sent an email to thato again, now all of a sudden we need to wait 20 days for auto page to refund the money. Why must we wait, why does mtn not resolve this, why is it now our problem, when they did not give the banking details to the customers.

I did a credit check on myself to discover I was handed over. I owe mtn r78000! I do not have any mtn contracts. When I phoned 083 108 they assured me this is fraud and that my details did not correspond with the details on their computer. Yet if you try to phone the fraud department, you never get any reply. Just please try again later.

This is unacceptable as my credit rating will be harmed because of fraud.
I need to warn people to check their credit ratings and make sure nobody used your id number to open an account.

Mtn said they could not give me the "contract" top see who opened it.

I have been a client of mtn for 20 years!

For the last month I could not use my phone because it says "your not registered on the network" I took my phone to mtn and they said we can resolve the issue through doing a ism swap witch we did, and yes it did not work. So today I phoned customer service again where the kept transferring me for more than 30 minis, and also hanging up on me. I phoned 7 times today, I have been trying to resolve this issue for a month but nobody can help me. Why am I paying for a phone that I can't even use.

This is not my first or second issue with mtn in the last few months.

Please assist.

In july I went to mtn to report my samsung note 4. It just went off even though it still had enough battery life. It also was stuck now on the locked screen. I couldn't get access to my phone. They sent it away to be repaired.
I received an sms that my phone was checked and I needed to pay r2652.20
Even though I also had insurance. My phone got back a month later. I could
Access my phone but it still went off at inopportune times. I then have to take out the battery and assemble the phone again. Only then will the phone
Go on again. I have told this to the mtn branch. They said that my contract is almost over and then I can get a new phone.
I am a logistics manager for our trucking company. I cannot afford my phone
Dying all the time.

I paid for it to be fixed but I still have this problem. The note 4 is a expensive phone. I would have liked not to need to buy another phone again.

MTN allowed a company called "Republic Response" to debit over R15, 000 against my cellphone account over a number of months. I saw it every month, complained and was told it would be resolved. It never was. Then I had a data line contract expire and they tell me they won't cancel the line as my account is in arrears... I pay what I believe is due on the account every month and now they have suspended my lines! try calling from Botswana to talk to the family when that happens! They refuse to deal with this matter; they refuse to give me the MD's email address so that I can escalate it to someone with a brain! I am out of the country a lot and cannot call to resolve myself, so am trying to track someone down via email! if you have anyone, give them my email address: [protected]@renfield.co.za

On the 11th of August 2016 a fraudulent internet transaction was done and a large amount was transferred from my bank account to an unknown beneficiary. I established that my cell phone could not connect to the Mtn Network. On the 12th of August I took my phone to the nearest Mtn office where the assistant confirmed that an illegal sim swap had been done on the 11th of August 2016. The sim swap was done in order to receive the one time password. I reported this on the Mtn website ("report fraud option") and received confirmation of receipt. I have up to now [protected]) not received any feedback from Mtn in this regard, although I indicated that I would prefer to get feedback. I have also contacted Mtn customer services, but they informed me that they could not retrieve any information, due to the fact that the incident had been reported on the website.

Good day,

I need help with getting a letter from mtn with a letter head stating my early termination fees. They sent me a letter with all the amounts I need to pay but it has no letter head. The reason why I require the letter head is because i'm moving to cell c and they require it in order to buy out my contract from mtn. Mtn is doing everything in their power to delay this process in order to keep me in their network. I've been sending emails everyday as this is the only way to get hold of their cancellations/retention's department. The last reply I got from them was last week thursday stating that the matter has been escalated and their manager is currently busy but will get back to me. I emailed again on friday and today for a reply from their manager but seems this person is still busy. I've also been complaining to mtn customer care and all they tell me is that they will escalate the matter. I need help with getting this matter resolved.
Thank you.
Bradley.
[protected].

I am so frustrated with the services of mtn. I keep on asking for an itemized bill which show data usage also. I keep on getting itemized calls account which only show calls.

I phoned 0831808, [protected]. When I tell them what my problem is, the phone is put down on me or I am told it will be requested, or the system is down. Every time it is a different person telling me a different story.

My first email was send 15/08, I phoned before that also

Up to know I have spoken to and received e mails from:

Nndileleni
Mohamed faizel
Carl
Pretty
Amanda
Nqobile
Angel mabuza
Lethu duba
Mmapula malebe

Reference nrs given
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
Is there anyone at mtn that is knowing what customer service is?

My husband took out an mtn contract for me at 8 years ago at altech autopage. I lost my phone in 2014 two months after I upgraded it and have not used the sim card since. I sent an e-mail to altech autopage on 7.3.2016 and attached a letter signed by my husband to cancel the contract. I received a reply from them stating that the contract will be converted to pay as you go from 14.07.2016. My final payment was on 25.06.2016 and as per the telephonic conversation I had with a mtn consultant on 28.06.2016, end june was the last payment and that the contract will be cancelled.
On 25.07.2016, mtn debited my bank account. I reversed it at my bank and cancelled the debit order. According to mtn, they have no record of any cancellation of the contract. All of a sudden, everyone is waking up and mtn now want me to pay r300.00 to totally cancel the contract? What do we do now?

Last year september I logged a query with mtn regarding charges off my cellphone account that I have not made, I was told that there will be an investigation regarding the query. Today is the 2nd of august almost a year later and I still do not have an explanation.
In the months that have followed from september 2015 the charges have carried on and on and on, I have logged nearly 20-30 queries regarding this and up to today I still do not have an explanation, nobody has called with information or an update.
My account has been suspended numerous times and my credit is looking bad because of non payment, which I refuse to pay for something I haven't used.
I have called mtn customers line, there credit control department and the account department, every-time I get a different story from them with yet another reference number, but not resolution to the problem.
This is unacceptable I will never use mtn again and will never refer mtn to anybody.

I am a client to mtn and have been experiencing money deductions on my phone and when I phoned mtn they didn't seem to be concern. I need back all my money. I've lost more than r1000 due this scam. The issue started sometime in june but I was not sure what was causing that until I realised that there is a problem with my money on the 18th july when I purchased 1g data and 120 airtime and got depleted within 2 days, just on the 21st mtn credited my account with 2g for my contract that also went finished within 3 days. By the 25th july all my airtime and data was gone. I phoned mtn but the consultant did not show any concern. Ref no: [protected]. She only gave me instructions to check if I have subscribe to anything, I flowed the instructions which showed me company by the name of nsfwmob has been taking my money r20.00 a day. I do not recall subscribing to any company. I therefore demand my money back into my phone from the day this company started to take it.

Will appreciate your assistance.

I need your help to recover all my money from mtn.

Good day

Kindly please note that I have logged countless queries with you in regards to my cellphone being lost on 18-03-2016. At the time I lost my cellphone I did not have any access to a phone until I got back on 21-03-2016, over that long weekend airtime transfers and actions were done on the cellphone. Countless times have I asked consultants, supervisors and managers to give me feedback in when the usage limit was lifted for the number [protected] not one person can provide feedback. I have not received one call from mtn regards to the query and their consultants cannot answer any questions but they supposed to be trained.

After advising that I will dispute the balance given the agent still says to me that I will pay the amount outstanding.

I have logged a complaint on hellopeter and will be doing so on every social media site with the bad services and the way the queries are handled.

I have cancelled my contract with mtn on the phone several times but my contract was not cancelled. I made follow ups and I have been told that my cancellation was sent to relevant people and they will come back to me but I never received any respond.

I was forced to pay R501. 00 for April 2015 month because my line was suspended and then I stooped the debit because I cannot continue to pay when I notified man to terminate my contract.

I have received the message 06 November 2015 that my account I have an overdue account of R3571.34 and it was handed over to MBD INC. For collection. I called the office and I was advised to submit documents, were sent.
I was communicating with MBD office and asked to submit documents required with regards to the above case because the amount outstanding from MTN I do not know about it and I do not even know where it cam's from and it was not communicated to me.

I have been making follow ups with MBD office as they promised to investigate this issue and come back to me but to date I never received any feedback.

I still receive letters to pay outstanding amount that I do not know where it was generated from.

I've been calling mtn for the past 4 months asking that they migrate my line to prepaid as my contact ended early january with them.
After countless call and visits to the store i'm still finding my bank account debited because they have not migrated my line.
I previously reversed the debit order after advising one of the consultants to remove my details but i'm still being debited.
I need my line but really gatvol with mtn at this point.

I have 8 lines on the same account with mtn. I did an upgrade on one of the lines, [protected], and the contracted amount was r249 per month with top up option when the limit was reached. Mtn system failed to activate the limit on the line and the shop where I did the upgrade acknowledge this. I continued paying the contracted amount around r2.8k while they were investigating the issue. I have been to the shop in fourways and 14th street without too much joy.

They passed on part of the credit after couple of trips to 14th street and now claim I owe them r8k because the shop now claims I refused to bring the affected sim card to the shop after I raised the query. This is not true as I told the shop the sim card is with my daughter who was not at home but a boarder in college. They could have easily issued another sim card. I was even told to tell my daughter to punch *141*5 and it would resolve the issue by setting the limit for the line. They suspended all my lines today despite commitment this was not going to happen until the issue had been resolved.

Im totally disgusted with service from mtn today, I have a contract phone but can top up so I topped up with r100 this morning but my balance says 0.00. I restarted the phone but still the same. I called mtn support and the person who picked up said it was reflecting on their side so I should check again, maybe it was just a delay. I checked and still the same so called again and the technician said there were issues on their side so she reset my profile and said it should be fine. I restarted the phone and still nothing. I then called mtn again (3rd time) and person who picked up said she was unable to check as her system was offline when I told that I spoke to someone there and the system was fine she said not everyone is offline only few of them so I asked her to ask someone with a system that is running to check and she told me she was unable to because of policies and told me I had to call again. So I asked what if the call goes through to her again she told me I would have to put the phone down and try again until it goes through to someone with a working system. I asked to speak to a supervisor as I found that ridiculous and it takes about 5-15min to get through to an mtn technician every time I call. The supervisor refused to come to the phone, and I was put of hold for more than 20min then they put the phone down on me. I can make calls but still showing balance is 0.00

My son's cellphone screen cracked after about 6 months. The insurance was contacted and on the 9th of february 2016 and stated that the phone would be collected and gave ref nr. 6223904. The phone was never collected and we could only email as there is no contact number. Today at mtn we were told that the phone has been repaired and the concern resolved. The phone however is still to be collected and is still broken.

I am a loyal customer at mtn for the last 18 years, but at the moment I am very disappointed with the service that they provide. One week ago I received the message on my phone"not registered on network" I immediately suspected fraud because one month ago I received 2 sms's 1 day apart that said that an instruction was received for a sim swop. I phoned mtn and told them it was not instructed by me and they stopped the swop immediately. They even made a note on my account that this instruction must be fraudulent. Anyway I went in to mtn shop and after investigation I was told that a sim swop took place last monday without my approval. How is this possible? Who is not doing his/her job? They even know where it was done, who the shop assistant was that performed this task. Mtn send emails to this person to find out where they received the approval from to do this swop, but no reply.In the mean time i'm sitting without a phone, nothing seems to be happening. How difficult can it be to stop that new sim card and re-instate me as the lawful person of that phone. They will definitely expect me to pay my contract fees for the month, even though I haven't received any service from them the last 8 days.
I do not know what to do. Maybe stop my contract with them and move over to a new service provider.

Deidre Tavares - Insurance claim [protected].
My cellphone screen was cracked in Dec 2015. I put in a claim via the MTN website. Got a call back in January and was told my claim was accepted and that I could take my phone into the MTN repair centre to be fixed. I took it in on 8 Feb 2016. Sent an email to MTN insurance on 9 Feb 2016 with a report from the repair center about the costs. To this day I have not gotten a response from them. It is 15 days later. I cant even get hold of anyone in the call center because the phone jsut rings. What do I do now?